Head of Engagement Management - Remote

Overview

Scale is growing rapidly, and joining the International Public Sector team is an opportunity to work on one of the most exciting teams at Scale. This team is responsible for generating, executing, and fostering Scale’s work with governments and government-backed entities outside of the United States. There are four core types of work involved:

• Developing custom AI applications
• Building custom LLMs
• Providing high-quality training data for research and government institutions building LLMs
• Developing partnerships to foster regional talent growth and AI adoption

As the Head of Engagement Management, you’ll be accountable for leading and establishing customer relationships, driving revenue, hitting service level agreements, and maintaining quality standards. You will interface with our clients and connect them with our engineering and operations teams. You have a strong interest in how we can apply models to specific use cases and leverage data to produce high-quality results. You have a strong bias toward action and finding repeatable, scalable ways to ensure we continually deliver and don’t mind getting into the weeds and doing individual contributor work. You have a track record of managing customers, setting expectations, and ensuring customer satisfaction. You are naturally empathetic and excel at building long-term relationships through diligent problem solving and thoughtful, strategic discussions. Within Scale, you will work cross-functionally with the operations, product management, engineering, and sales teams. Additionally, you will lead a team of engagement managers and be responsible for the team’s progress and outcomes.

The ideal candidate is customer-driven, analytical, empathetic, outcome focused, and above all, someone who drives and inspires results.

You will:

• Implement, build and manage a process and operating cadence to ensure successful delivery of custom AI applications and LLMs for the client
• Help understand the client’s pain points and challenges and ensure the AI application delivered addresses those needs
• Review, track and improve operational performances and be obsessed with continuous improvement
• Explain technical product capabilities to a potentially untechnical audience
• Manage the long-term health of the customer by preemptively identifying customer concerns and proposing solutions that solve customer needs
• Create an effective feedback loop to facilitate collaboration between customers and Scale’s product, operations, and engineering teams
• Build, manage, and develop a team of engagement managers

Ideally you'd have:

• Proficiency in Arabic, both written and spoken
• 7+ years of total work experience, with experience in consulting, account management, business operations, or technical program management roles
• A leadership engagement management role at a large consulting firm
• A proven track record in client facing roles and expanding client relationships
• Great cross-functional experience and collaborative ability
• A history of diligence and organization across multiple work streams with a bias toward process improvement
• Excellent verbal and written communications with an ability to explain technical concepts to potentially nontechnical customers
• A track record of structured, analytics-driven problem solving with an action-oriented mindset that balances creative problem solving with the scrappiness to ultimately deliver results
• Experience with reading SQL and/or another database language
• Prior experience with AI